Service360: cases, SLA and customer support

Collect, assign and track support cases with SLA; resolve with knowledge base suggestions and e-mail integration.

Tabs

Service360: Home and Cases, plus the shared Accounts/Contacts/Tasks.

Case intake channels

• Manual entry: The team opens issues that arrive by phone.
• Web-to-Case: Messages from a form on your website automatically become cases (see Web forms).
• E-mail: With record e-mail you correspond on the case and keep the whole conversation on the record.

Case lifecycle

• Every case gets a number and opens with priority and channel information.
• Assignment rules and queues route the case to the right team.
• Stage path: New → In Progress → On Hold → Resolved → Closed (configurable per org).
• The kanban view doubles as a support board.

SLA tracking

The service home page includes SLA and KPI cards: open cases, average resolution time, channel and priority distribution charts, and an overdue cases table. Cases over target are visually highlighted.

Knowledge base integration

With Knowledge360 enabled, the Suggested Articles card on the case page proposes solutions from the knowledge base based on the case subject. Base your reply on the article and shorten resolution time.